Senior Major Incident Manager - Global 24/7 Ops

Cisco Systems, Inc

Richardson (TX)

On-site

USD 96,000 - 126,000

Full time

2 days ago

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Job summary

Cisco Systems, Inc is seeking a Major Incident Manager to lead high-priority incidents, mobilize engineering teams, and translate complex technical issues into actionable plans. You will communicate updates to executives and customers, and maintain a single source of truth using Incident.io, Jira, and Slack.

This role requires comfort with 24/7 coverage and distributed systems, with global teams and a focus on resilience and rapid recovery.

Qualifications

5+ years of professional experience.
3+ years of Major Incident Management, SRE, Cloud Operations, or technical program management.
Experience supporting SaaS solutions and incident management tooling.
Experience using Splunk or similar enterprise observability and security platforms.
Proven experience leading complex, customer-impacting incidents involving multiple technical teams.

Responsibilities

Lead high-priority incidents from intake through recovery, acting as the primary point of command.
Orchestrate cross-functional engineering teams, removing coordination blockers and keeping the response focused.
Distill complex technical conditions into clear, factual updates for executive stakeholders and customers.
Maintain a "single source of truth" using tools like Incident.io, Jira, and Slack to ensure transparency.
Drive post-incident reviews to capture lessons learned and drive improvements.